TECHNICAL SUPPORT ENGINEER

REDCOM Laboratories, Inc.; Town of Victor (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

REDCOM Laboratories, Inc. seeks a skilled technical resource to lead customer ticket management, troubleshoot complex networking issues, and contribute to our Knowledge Base.

You will perform interoperability testing and support onsite installations as needed, collaborating with Engineering to resolve bugs and improve products. The ideal candidate combines strong diagnostic thinking with clear technical writing and a customer-first attitude, delivering reliable, scalable support across our

Qualifications

• Strong analytical and diagnostic skills with a focus on rapid, accurate resolutions.
• Excellent ability to document solutions and publish clear Knowledge Base articles to aid colleagues and customers.
• Customer-centric mindset with professional communication in high-pressure situations.
• Ability to organize and manage a high-volume ticket queue while accommodating testing and onsite work.
• Collaborative problem solving across technical and non-technical teams.

Responsibilities

• Serve as the primary contact for technical issues and manage the full lifecycle of customer tickets in Salesforce.
• Provide remote diagnostics and expert troubleshooting via phone and electronic support using tools like Wireshark.
• Authorship of Knowledge Base articles and troubleshooting guides to enable self-service.
• Conduct interoperability and integration testing with third-party equipment to ensure compatibility.
• Provide field support backup for onsite installations and hardware deployments as needed.
• Escalate and document bugs to Engineering with necessary data for rapid fixes.
• Investigate non-routine technical questions to expand internal knowledge base and stay current on product updates.

Skills

Troubleshooting mindset

Technical writing

Customer service

Ticket management

Cross-functional teamwork

Tools

Salesforce

Wireshark

Docker

Kubernetes

VMware

Job description

Opportunity at a glance:

In this position, you will be the primary technical resource for our customers, focusing on troubleshooting and problem resolution. Your main responsibility is managing our technical ticket queue, ensuring that every customer issue is investigated and resolved efficiently. To ensure long-term success, you will capture your findings in our Knowledge Base to empower both colleagues and customers. When not managing active cases, you will apply your technical expertise to interoperability testing and serve as an alternate for onsite installations.

ESSENTIAL FUNCTIONS:

• Case Management: Serve as the primary point of contact for technical issues, managing the full lifecycle of customer tickets within the Salesforce ecosystem.
• Remote Diagnostics: Provide expert troubleshooting via phone and electronic support, using tools like Wireshark to resolve complex networking and telecom issues.
• Knowledge Base Authorship: Document solutions, "how-to" guides, and troubleshooting steps for the internal and external Knowledge Base to reduce repeat inquiries and improve self-service.
• Interoperability & Integration Testing: Conduct testing between our products and third-party vendor equipment to ensure seamless integration and identify potential conflict points.
• Field Support Backup: Provide secondary support for onsite installations and hardware deployments as needed to assist the field team.
• Escalation & Advocacy: Act as the bridge between the customer and our Engineering team, documenting technical bugs and unresolved issues, providing them with the necessary data to find a fix.
• Research & Investigation: Proactively investigate "non-routine" technical questions to build our internal knowledge base, stay ahead of emerging issues, and stay current on product updates.

KNOWLEDGE & SKILLS THAT ARE REQUIRED TO FULFILL THE ESSENTIAL FUNCTIONS:

• The Troubleshooters Mindset: An inquisitive nature with a drive to understand "the why" behind a technical failure.
• Technical Writing: Strong written skills with the ability to create clear, concise technical documentation and Knowledge Base articles.
• Customer-Centric: A strong customer service attitude with the ability to communicate professionally while solving critical technical problems.
• Organization: Ability to effectively manage a ticket queue and pivot to testing projects or onsite tasks when business priorities shift.
• Collaborative Problem Solving: Ability to work effectively within cross-functional teams, leveraging collective expertise to solve complex issues.

KNOWLEDGE & SKILLS THAT ARE PREFERRED TO FULFILL THE ESSENTIAL FUNCTIONS:

• Networking Foundations: Understanding of Layer 2/Layer 3 switches, routers, and IP networking.
• Mesh & Wireless Networking: Experience with Mesh Networking architectures and wireless communication protocols.
• Containers & Cloud: Experience with containerization (e.g., Docker, Kubernetes) and cloud infrastructure (e.g., AWS, Azure, or GCP).
• Telecom Stack: Experience with Session Border Controllers (SBCs), tactical radios (to include but not limited to: VHF, UHF, HF, MANET, TSM), or telecom test equipment.
• Packet Analysis: Proficiency in using Wireshark to diagnose network traffic and communication protocols.
• Virtual Environments: Experience with Hypervisors such as VMware ESXi, Hyper-V, or KVM.
• Systems: Familiarity with Salesforce or similar enterprise ticketing systems.

OTHER DUTIES:

Complete special projects and perform other duties as necessary.